Complaints Resolutions Manager

Complaints Resolution ManagerHybrid (UK-based)

Full-time

Competitive salary

I am working in partnership with a national quality assurance organisation to recruit a Complaints Resolution Manager on their behalf. This organisation plays a vital role in supporting high standards across the home improvement sector and is committed to fairness, consumer protection, and continual improvement.

This is a fantastic opportunity to join a trusted, mission-led team that's making a real difference to consumers and businesses across the UK.

As Complaints Resolution Manager, you will lead on managing consumer disputes involving registered businesses. Your role will involve overseeing case management processes, ensuring timely and fair resolution of issues, and identifying opportunities to enhance outcomes through improved systems and insights.

• Manage a wide range of consumer disputes from initial triage through to resolution

• Oversee the team inbox, ensuring cases are prioritised and handled efficiently

• Communicate clearly and empathetically with consumers and businesses

• Liaise with internal teams, external partners, and dispute resolution services

• Escalate high-risk or complex disputes to senior management when needed

• Monitor complaint trends and provide feedback for process improvement

• Work closely with compliance teams where disputes highlight breaches

• Support performance tracking, GDPR compliance, and policy updates

• Proven experience in dispute resolution or complaint handling

• Ability to manage a high-volume caseload with professionalism and care

• Excellent written and verbal communication skills

• A calm, constructive approach to problem-solving

• Strong interpersonal skills and emotional intelligence

• Good understanding of regulatory frameworks and consumer rights

• Proficiency in Microsoft Office 365 (Outlook, Word, Excel, Teams, etc.)

• Competitive salary

• Bonus scheme based on performance

• Company-funded pension (non-contributory)

• Nine-day fortnight for improved work-life balance

• Life assurance and access to a 24/7 employee assistance programme

• Cycle to work and electric vehicle schemes

• Health & dental cashback plan and a rewards platform

This is a key role in a values-driven organisation that genuinely puts quality and consumer care at the heart of what they do. If you're passionate about resolving disputes fairly and efficiently - and want to play a role in raising industry standards - I'd love to hear from you.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is acting as an Employment Business in relation to this vacancy.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.